worst experience at A&W at persiaran barat (near Amcorp mall)

it was just a normal night.. going to get some light snack and well.. to get what we crave.. A&W root beer & curly fries...! and well.. it was a routine to line up and order and the process.... bla.. bla.. bla...

Well.. when we got our order, my bf was thirsty so he decided to take a sip of the root beer & found that it was not cold.. and well.. bubble less.. so naturally.. we complaint.. so the lady behind the counter had called her manager on duty (Faizal). he came out and talked to us. I could see the reluctant & unhappy face as he was listening to us complaint. no smile.. nothing.. what a customer service! how rude...!

Below is how a root beer should look like... with bubbles... (picture taken at A&W outlet at SS2)

Below is how the root beer look like at persiaran barat (near Amcorp Mall).. bubble less...

he went to the back office and took a pail and started filling it up from the other root beer dispenser. then he came back to give us a new cup. It was colder than before but still bubble less. Well no use complaining right? it would go no good.. so we left and went to an empty table to indulge on our food. and to my surprise.. i saw there were things floating in the root beer...! no its not foam.. since when foam was black? and as i investigated further.. there were more of it at the base of the cup!! we looked around and saw that the people around us were nicely drinking their root beer, enjoying it.

Below is the root beer with 'things' floating in it... (can't really see it cuz it is small...)

The little black 'thing' that can be seen on the serviette is the 'thing' that i had fished out of the root beer that i was suppose to enjoy...

so.. we went to the counter again and complain. Faizal came to assist us and again.. his face was soo.. urmm.. not happy.. again no smile..! But i could see that they were talking with each other and somewhat bitching about us. customers are right no matter what it is..!!!!

He (Faizal) didn't bother looking at the cup but rather gave us a refund on the root beer only...!! and sigh.. how sad.. not a full refund.. and plus the curly fries taste like plastic & had a bitter after taste.. (yuck..! i know right... disgusting..!)

Below is the bill that was taken back by Faizal. luckily i managed to take a snap shot of it before we handed it over to him..

we just walk out of the restaurant swearing never to return to that particular branch anymore...! (persiaran barat near Amcorp Mall).

To the management of A&W.. I have a few suggestions to improve on your service of your company...

1. to train your employees on courtesy to customers, especially when it comes to complaints or feedback. (example.. never have your employees to talk/ bitch in front of the customer as though they don't exist, most importantly when the customer complaints in English it does not mean that they don't understand Malay)

2. Train your supervisors or managers to be more courteous. To smile even though it is a complaint. Never show their 'black' face for it would affect your business and also your customer(s) perception of the brand.

3. The main and most important thing to teach or train your employees is to make sure that UNDERSTAND simple English...!!